Biography

Dr. Beatrice P.T. Loo obtained her PhD in Hospitality and Tourism from the Taylor’s University, Malaysia. She lectures courses cover Marketing Management, Consumer Behaviour, Services Marketing, Services and Relationship Marketing at undergraduate and postgraduate level. She also has extensive teaching experiences in hospitality-related courses. 

Research Interest

Services Marketing, Consumer Behaviour, Marketing, Qualitative Research Methods

Educational Background

• PhD (Tourism & Hospitality), Taylor’s University, Malaysia (2013)

• Professional Master (Tourism, Hospitality and Food Studies), Universite De Toulouse, France (2010)

• BSc (Food Studies Major in Foodservice Administration), Universiti Putra Malaysia (2006)

Working Experience

• Associate Professor, Xiamen University Malaysia (2023- Present)

• Associate Professor, I-Shou University, Taiwan (2021- 2022)

• Assistant Professor, I-Shou University, Taiwan (2014- 2020)

• Director of Global Mobility, I-Shou University, Taiwan (2020-2021)

   

Representative Publications

Journal Articles

• Loo, P.T., Tham, A., and Vance, L. (2025), Cross-cultural reviews of Airbnb superhosts. Tourism & Management Studies (ESCI, Q2), 21(1), 141-155. https://doi.org/10.18089/tms.20250109

• Tham, A., Liu, YL, & *Loo, P.T. (2025). Transforming museums with technology and digital innovations: a scoping review of research literature. Tourism Review (SSCI, Q2), 80(3), 631-647 https://doi.org/10.1108/TR-02-2023-0112 *Corresponding author

• Liang, A.R.-D., Loo, P.T.* and Kuan, F.-Y. (2024), Barriers influencing the sustainable development of community-based tourism (CBT): evidence from Ciaotou heritage village in Taiwan. International Journal of Event and Festival Management (ESCI, Q2), 15(4), 553-574. https://doi.org/10.1108/IJEFM-03-2024-0029 *Corresponding author

• Nguyen, T.H. & Loo, P.T.* (2024). Boss, I am gonna to quit!!!” The resignation experiences of hotel employees in Vietnam. International Journal of Hospitality Management (SSCI, Q1), 119(2024), https://doi.org/10.1016/j.ijhm.2024.103726. *Corresponding author

• Leung, R. & *Loo, P.T. (2022). Co-creating Interactive Dining Experience Cycle: Adoption of Smart Technology in Restaurant. Asian Journal of Technology Innovation, (SSCI, Q3), 30(1), 45-67. https://doi.org/10.1080/19761597.2020.1822748 *Corresponding author

• Loo, P.T., Khoo-Lattimore, C., & Boo, H.C. (2021) How should I respond to a complaining customer? A model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees. International Journal of Hospitality Management, (SSCI, Q1), 95 (2021), 1-10. https://doi.org/10.1016/j.ijhm.2021.102882

• Loo, P.T. (2020). How airline companies engage passengers by social network: An investigation from their Facebook pages. Tourism Management Perspectives, (SSCI, Q1), 34 (2020), 1-9. DOI: https://doi.org/10.1016/j.tmp.2020.100657

• Dixit, S. K. & Lee, K-H., & Loo, P.T. (2019). Consumer behavior in hospitality and tourism. Journal of Global Scholars of Marketing Science, (ABDC, Rank B),29(2), 151-161. DOI: https://doi.org/10.1080/21639159.2019.1577159

• Loo, P.T. & Leung, R. (2018). A service failure framework of hotels in Taiwan: Adaptation of 7Ps marketing mix elements. Journal of Vacation Marketing, (SSCI, Q1), 24(1), 79-100. DOI: https://doi.org/10.1177/1356766716682555

• Loo, P.T. (2016). The product-associated failures: international versus local hotels in Taiwan. International Journal of Tourism Sciences, (ABDC, Rank C), 16(3), 106-112. DOI:10.1080/15980634.2016.1233648 (Awarded Excellent Paper in TOSOK conference 2016)

• Loo, P.T., Boo, H.C. and Khoo-Lattimore, C. (2013). Profiling Service Failures and Customer Online Complaint Motives in the Cases of Single Failures and Double Deviations. Journal of Hospitality Marketing & Management. (SSCI, Q1), 22(7), pp. 728-751. D.O.I. https://doi.org/10.1080/19368623.2013.724373
• Boo, H.C., Kuan, T.K. and Loo, P.T. (2009). Effect of cultural difference on preference for popular Malaysian cuisines, Revue Tourisme, 17 (November), pp.83-93

Book Chapter

• Loo, P.T. (2020). Chapter 8 Service employees and customer experience. In Dixit, S.K. The Routledge Handbook of Tourism Experience Management and Marketing. (pp. 99-108), Routledge: New York. 

• Loo, P.T. (2019). Chapter 4 Emotional Intelligence and Service Encounter. In Erodgan, K, Emotional Intelligence in Tourism and Hospitality. (pp. 46-61), Cabi International: London.

• Loo, P.T. (2017). Chapter 23: Customer Complaint Behavior. In Dixit, S.K., Handbook of Consumer Behaviour in Hospitality and Tourism. (pp. 241-248), Routledge Taylor and Francis: New York.

• Loo, P.T. & Boo, H.C. (2017). Chapter 6 Customer attribution in service failures and recovery. In Erodgan, K, Service failures and recovery in tourism and hospitality A practical manual. (pp. 80-83), Cabi International: London.

Newsletter

• Loo, P.T. (2024). DI Smart Museum. In the Newsletter of Taiwan Museum Association. No. 108, June 2024 (pp. 10-13), Taiwan Museum Association.